Oracle SBC 6300 | Enable to view MOS score on agent leg to monitor voice quality

We are using SBC 6300 version 9.0.0 patch 6 (Build 449) to receive inbound calls.

We also have a dashboard aka Enterprise Oracle Communication Session Monitor to view the call activity within the SBC devices.

Recently we had an incident where callers and agents were reporting poor audio quality while talking to each other. While callers were in IVR the audio quality was healthy and there were no issues.

The SBC currently allows us to see MOS score (voice quality) for the callers while they are in the IVR, but we cannot see it while the callers are connected with an agent.

In the dashboard view the fields are empty. As shown in the attached screenshot you can see the MOS fields on the Agent leg are empty.